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Please help me on writing automation rule for auto closing tickets when status is waiting for customer after 5 business days
There is already a rule for doing this. Take a look at it. It is based on an SLA (Time to close after resolution). If this SLA is breached that is after x days/hours then ticket will be closed. In automation rule the trigger is SLA breached.
Ravi
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There is a really good documentation already on this topic.
Also this page explains in depth about creating automation rules.
I find it quite intuitive. Start by looking at existing rules but you can go through these pages to get proper steps.
Ravi
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Hi Ravi,
Is there any other way to auto-close issues without defining SLA ?
Please help !!
Urgent !!
Thanks in advance !
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Hi Ravi
Is it applicable if we create a custom SLA ?
Because when I am trying to select the custom SLA I created in the Automation when this happens box, it does not bring the custom SLA name.
Please suggest !
Thanks !
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